Let customers reschedule or cancel

Turn it on

Owners choose what customers can do from Settings, then Reschedule and cancel. It is off until you turn it on, and customers only ever see their own visits.

1. 1Step 1: Check Reschedule visits, Cancel visits, or both.
2. 2Step 2: Under Changes close, pick how close to a visit customers can still change it online, such as up to 24 hours before.
3. 3Step 3: Under How changes are handled, pick Change the schedule right away or Wait for approval.
4. 4Step 4: Under Which visits, decide whether recurring, membership and route stops are included. One-off visits always are; days of a multi-day job never are.
5. 5Step 5: Under Cancellations, choose whether to ask for a reason and add an optional cancellation policy note. Relay shows the note and never charges a fee.
6. 6Step 6: Tap Save settings. The preview on the right shows what customers see.

• Tip: Customers need a customer portal account with Reschedule, cancel or ask to change visits checked. Invite them from the person on the customer's record.

What customers see

Each upcoming visit in the portal gets a Reschedule or cancel button with the time changes close. The Visit booked, Reminder and Visit time changed emails get the same button when those emails are on; it signs the customer in and opens the visit.

1. 1Step 1: Pick a new time: open times come from your business hours, team availability, days off and booked visits, for the same length of visit.
2. 2Step 2: The same technician keeps the visit when they have open time; otherwise other teammates' times show.
3. 3Step 3: Ask for another time: when nothing fits, the customer writes what works. This always waits for you.
4. 4Step 4: Cancel: the customer picks a reason (when you ask for one) and sees your cancellation policy note first.

• Tip: Inside the cutoff, once the technician is on the way, or for a multi-day job day, customers see your phone number instead.
• Tip: Every page is in English and Spanish.

Approve or decline requests

With Wait for approval, and for every time asked for in the customer's own words, the request waits in Schedule, then Customer requests (Tools, then Customer requests, or the banner on Home). Owners and managers get a notification.

1. 1Step 1: Tap Approve to move the visit to the time the customer picked, or Approve cancellation.
2. 2Step 2: Tap Other time to pick a different day and start time. For another time requests, the first open time for the same technician is filled in.
3. 3Step 3: Tap Decline and write a short message. The customer sees it on the visit in their portal, and you can email them too.

• Tip: Approving checks the time again for conflicts, closed days and days off.
• Tip: A request closes on its own if the visit is moved, cancelled or started before anyone answers.

What happens after a change

1. 1Step 1: The visit moves or is cancelled on the schedule, and the visit panel shows it came from the customer portal.
2. 2Step 2: The assigned technician, and owners and managers, get an in-app notification and a phone push, by each person's own notification choices.
3. 3Step 3: When the Visit time changed email is on, the customer gets it with the new time.
4. 4Step 4: Each change is saved in the request and customer activity and in Customer requests for 30 days.